What a mess!!!!!

My vehicle was scheduled for a sensor diagnostic in August. I informed he service manager on 10 Aug that my boot spoiler needs to get replaced, therefor we decided to postpone the sensor diagnostic booking to do this and the spoiler work in one booking. This made better sense.

The service manager requested a photo of the spoiler to confirm availability and/or order the correct one. I’ve sent a photo to him. The service manager informed me that the part needs to be ordered from Japan and will arrive end of Sept. In the meantime, I have also requested a formal quote on the spoiler which I have not received. But also, didn’t matter as I informed the service manager that he doesn’t have to send the quote anymore as I will claim for this part and we don’t want to further delay the ordering process.

From there onwards (towards the end of Sept) I have been following up continuously about the arrival of the part and have received little to no reply. If I do get a reply, it is always the same thing: “I will follow-up from Parts and let you know asap”. But no-one ever let me know anything.

I started making phone calls to the service manager during the course of 2 October with no answer. The service manager eventually phoned me back and said, “I will follow-up from Parts and let you know asap”.

Yesterday when I have still not received any feedback, I phoned the service manager. He informed me that he is going to get the Parts guy to communicate with me with an update. I received an email from The Parts manager informing me that he needs payment upfront to order this part. Which is probably fine, but how has the part not been ordered or how was this part of the process only communicated to my yesterday - 53 days later from the day I gave instruction (25 Aug) to have this part ordered from Japan.

I expect an urgent phone call from someone who is going to take ownership of this matter as this is totally unacceptable and very frustrating. This is a mess!!

We have done all My’s services and add hoc work at your workshop. In the meantime, the sensor diagnostic work is pending and the vehicle also almost due for it’s 75 00km service. All of which is in limbo because we are waiting for this spoiler part to arrive to have all the work done in one booking.